Elimination of software in the Call Center is smart, practical, strategic and financially efficient...IF....YOU FOCUS ON ONE KEY THING THAT MOST CIOs MISS.

1. The Death of Software in the
Call Center
A 100% cloud based approach

2. There is a prerequisite for success for cloud based
contact centers.
There is a method to realizing the ROI…to the “visions
of sugarplums dancing in your heads”.
Its not what you think…it isn't software, or
infrastructure. They influence it – but don’t or can’t
unlock the optimal ROI.
The journey to the end of your on
premise software

3. What’s the most
important factor?
ROI? Cost Reduction?
Growth/Scale/Capacity?
Why is it important for me to move
to the Cloud from OnPremise?

4. …one view

5. You have no choice
All meaningful
innovation will be
delivered via cloud.
Fear this. If nothing
else, be motivated by it.
You have 24 months at
best.
Because you’re going to have to
embrace it. By force.

6. Do Cloud solutions eliminate cost and
complexity, inherently?

7. It appears that way
today…there will be more
options, not fewer.
That spells complex.
They are just as difficult to
implement successfully
No Way.

8. Cloud based applications are the single
best sources of information innovation,
aren't they?

9. CRM technologies have
innovated and improved at
amazing rates
Telephony has become less
expensive, more reliable, and
of higher quality.
Multi-channel solutions have
created value, not destroyed
them
Finally, some truth

10. Its not easy
It’s the right thing to do
I have to do it anyway
…so what’s the obstacle?
So, to Cloud in the Contact Center…

11. The obstacle to call center
success with cloud technology

12. Cloud based Contact Center apps are
better than ever

13. We’ve never had more
solutions
We’ve never had better
solutions
Innovation is hitting our
industry faster than any
one else
Its true, and that’s part of the
problem

14. Contact Centers have never had so
MANY “good choices”

15. CRM, Telephony, Call Recording, Marketing
Automation, Dialers, Softphones, Supply Chain,
Accounting, Language Solutions, Chat, SMS Servers,
Vertical Plug-ins, Ticket Trackers, BI,…OMG.
And more of em actually “work” than ever before.
This overabundance of solutions….WILL GET WORSE,
AND WILL OUTPACE CONSOLIDATION
Which leads to the problem

16. OK – so “cloud” is not THAT
easy…but what’s the root problem

17. u

18. Layers of duct tape, bailing wire, glue…because we
gave him pressure, without giving him money.
It works
Its all in his head
In the Call Center…IS = Integration
Sins

19. The old world
Luckily the technology industry has a
solution for the wiring challenges

20. The new world
Its not much better

21. How we the IT industry suggest we fix
it

22. We’ve not been very good at it in the
Call Center – because we have never
been afforded the time or money
We have more to integrate not less.
Cloud = more integration!
The sockets are nice and clean…but
we have to wire it up….and the
voltage and currents don’t always
match
So its Integration.

23. SOLVING THE PROBLEM

24. Lets characterize it first

25. A lack of integration architecture
“aplomb” but tremendous
“resourcefulness”
A lack of market ready cloud
integration tools
The problems can be aptly
characterized by:

26. The reboot of the IT leader in the Call Center or CIO
Applying the right order/sequence to cloud
implementation
Cloud Integration Technology
The solutions

27. Gartner, Forrester and others predict the demise of the
CIO
“By 2017 the CMO will Spend More on IT Than the CIO”
- Gartner Group 2012
CMO, CSO will have a much larger influence on solution
selection than CIO.
More good news for CIOs

28. The CIO will be the
Cloud
Integration
Owner
The Call Center CIO: Adapt or Die

29. Focus on CRM first
Spend the time on an integration architecture
Invest in a cloud integration platform
Not your publishers platform…
What the new CIO must do

30. Telephony is the heart of a call center
You will not survive very long without your telephony
CRM is the brain
You will die without your data**
*** with the exception of highly unintelligent organisms…
CRM First

31. Invest in cloud to cloud integration technology now.
CASTIron from IBM
Jitterbit
Boomi
Snaplogic
Mule
Pick a Cloud Integration Tool

32. Discipline
Stapler guy must use the
integration tools
He wont like it
Tough
Open-ness
Be wary of overinvesting in a
publisher’s integration tools.
Study and Strategy
IF you don’t know what a good
integration architecture looks
like...then learn it…or ASK ME
Use it

33. I meant, ask Levementum
Cloud Services Firm:
CRM
eCommerce
Marketing Automation, Collaboration and Integration. Specifically Salesforce, Magento,
Pardot/ExactTarget, SugarCRM, and others
Call Center has been or largest horizontal segment for 8 years running.
>150 Call Center customers
Est: 2006
Phoenix, AZ
Boston, MA
Portland, OR
El Paso, TX
Why Ask Me?

34. Geoffrey Mobisson
VP of Sales & Marketing
Levementum
gmobisson@levementum.com
480 320-2520
Twitter: gmobisson
LinkedIn:gmobisson
Facebook:Levementum
I am

35. An ending note